Senior Customer Experience Manager

3 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $110,000 - $130,000
Sr. Customer Experience Strategist

This is a highly challenging role that requires building strong relationships with customers and driving best-in-class customer experiences.

Key Responsibilities:

  • Customer Partnership Development: Build strong customer partnerships, understand customer goals, and identify opportunities for improvement.
  • Success Planning: Develop Success Plans in partnership with customers to drive value realization and satisfaction.
  • Technical Expertise: Develop a strong technical understanding of Mimecast's core product suite to assist customers with adoption and feature utilization.
  • Risk Management: Develop a sound understanding of the threat landscape and advise customers on how to manage it through their applications and integrations.
  • Business Ownership: Set a vision for the customer base, monitor customer health and performance metrics, and use this to identify opportunities for improvement, risk mitigation, and churn prevention.

Requirements:

  • Experience: 5-7 years of experience in a Customer Success or Account Management role within a SaaS or technology company.
  • Customer Orientation: Excellent customer, partner, and market orientation in software and subscription services.
  • Analytical Skills: Analytical mindset and ability to leverage data for decision-making.
  • Results-Oriented: Results-oriented with a focus on customer satisfaction, retention, and revenue growth.

About the Role:

This Sr. Customer Experience Strategist will be responsible for developing and executing strategic plans to drive customer success and satisfaction. The ideal candidate will have a proven track record of building strong customer relationships, developing success plans, and driving value realization.

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